Poor website responsiveness and glith led to me adding 2x amount AND switching plan

[Barryve]

Woke up to my plan not renewing due to losing bank card.

Updated information.  Attempted to add balance for renewal.  Met with error message.  Attempted second time.  Same message.  Need phone for my business. Attempted to switch plans using new card.  Error.

Reset phone.  Log in public showing 2x payment went through and successful plan switch.

Need plan switch reverted to the 3 month plan AND refund of second payment.

[Barryve]

Thanks!

[hTideGnow · Accepted solution]

HI @Barryve 

there is a "bubble" (circle) on the bottom right of the page

or use this  chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  

If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Barryve]

Hey @will13am I am unable to find the support ticket button.

[hairbag1]

@Barryve 

when you run in to the occasional unexpected glitch...it's always best to come here to the Community Forum for guidance. If there's problems with your credit card and you're having trouble adding new card...you could always get payment vouchers at Shell gas, Walmart, London Drug or other retail locations...dial 611 to add them to your account to be applied at renewal. Then deal with credit card issue at your leisure.

[will13am]

@Barryve , it is always a good idea to use incognito mode when navigating the self serve account.  In any event, if you need to have multiple charges addressed, please use the chat symbol on the lower right corner to initiate a support ticket.

[softech]

@Barryve 

wait another hour and try again using the app.  But before doing so, make sure you grant the app Location permission first, then login and test

if still unable to change payment info, try using voucher to make payment and resume service first.  Get a voucher from SDM/London Drug/711/Shell and load the voucher using *611 or on the app/borwser